Trust is the cornerstone of the BackaBuddy community. We are committed to ensuring that all campaigns on our platform are legitimate and hold ourselves to the highest standards of verification. While it is exceptionally rare, there may be unfortunate instances where someone manages to circumvent our rigorous screening processes. In these cases, although we are not ultimately liable, we take such matters very seriously, in line with our terms and conditions.
At BackaBuddy, every complaint is seen as a chance to learn, evolve, and enhance our service. We believe that addressing concerns swiftly and effectively is crucial not only for improving our processes but also for reinforcing the trust and confidence of our donors, beneficiaries, and supporters.
Our Approach to Complaints
At BackaBuddy, we’ve developed a comprehensive complaints policy designed to uphold our commitment to service excellence. Here are the key pillars of our approach:
- Clarity and Accessibility: We’ve made sure our procedure is simple and clear, making it easy for anyone to raise a concern.
- Transparency: We publicly share our complaints procedure to ensure everyone can access it when needed.
- Accountability: Our team is expertly trained to manage complaints effectively, ensuring that every issue is handled with care.
- Timeliness: We prioritize the swift and fair investigation of all complaints.
- Resolution: Our goal is to not only resolve issues but also to mend and strengthen relationships. Where necessary, we implement changes to better serve you.
- Continuous Improvement: Your feedback is invaluable. It helps us continuously refine and enhance our services, ensuring we meet your needs and exceed your expectations.
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction regarding a campaign on the BackaBuddy platform.
Who Can Raise a Complaint?
Complaints can come from individuals, donors, beneficiaries, or organizations with a legitimate interest in BackaBuddy’s operations. This includes the general public, should they perceive any campaigns as improper.
Confidentiality Matters
As far as possible, all complaint information is treated with sensitivity, shared only on a need-to-know basis, and handled in compliance with relevant data protection requirements.
Responsibility and Review
The overall responsibility for our complaints policy lies with the BackaBuddy NPC Board. The policy is regularly reviewed and updated to remain effective and relevant.
Monitoring and Learning
We review complaints annually to identify patterns and implement changes where necessary to improve our services.
To report concerns about a specific fundraiser, complainants should follow this link and provide as much information as they can.
Once received, we’ll review the complaint, investigate the facts, and follow up with the complainant for additional details if needed.
BackaBuddy is committed to listening to your concerns and taking meaningful action. Together, we can continue to build a platform rooted in trust, transparency, and impact.
